Ada release notes

1. New Knowledge Usage Report - will help you understand which articles are most frequently used by Ada, and which articles are correlated with high or low Automated Resolution Rates.

2. New Actions Usage Report - gives you visibility into how often Ada is performing each action, and highlights errors with full log download functionality - allowing your team to troubleshoot effectively.

3. New Knowledge and Action Filters in Conversation View: New filtering capabilities allow users to drill into conversations where specific knowledge articles or actions were referenced, giving deeper insights to inform an effective feedback loop.

4. Topics Reporting Enhancements: Enables users to drill down from high-level topic performance data to see top utilized articles and actions in conversations classified under the same topic. This visibility greatly enhances the improvement loop by providing direction on what optimizations to focus on to improve performance for a given topic.

Note: Historical data will go back as far as Oct 1st, 2024.

We're excited to introduce six new languages added to Ada's multilingual translations:

• Afrikaans
• Kinyarwanda
• Macedonian
• Swahili
• Xhosa
• Zulu

You can now auto-translate or create custom translations to better serve customers who contact you over Messaging or Email in any of the above languages.

If you use a Smart Capture block to capture a number, numeric string, or phone number from a caller, your callers will now be able to provide the value by speaking it or by entering it into their phone's dial pad.

Before capturing a value, your AI Agent or bot will automatically tell callers that they can either say the number or enter it into their dial pad.

For more information, check out our Help Docs:

• If you have a generative AI Agent, see Use the Smart Capture block to intelligently capture callers' responses.
• If you have a scripted bot, see Use the Smart Capture block to intelligently capture callers' responses.

Resetting your domain is now possible on the Email channel configuration page. Delete your existing domain and generate new DNS records to give your AI Agent the ability to respond on behalf of a different domain/email address.

Learn more about how to change your email domain at Bring Your Own Domain.

We're excited to introduce a new level of flexibility in how your AI Agent captures information with Autocapture Variables.

For each autocapture variable you can select one of the following:

• Ask when needed (default): The AI Agent will prompt customers for a value only if it can’t infer it from the conversation.
• Always ask: Your AI Agent will always ask the customer to provide a value. If used in a Process, the customer will be asked each time the Process runs.

You now have the ability to select this behavior when creating an Autocapture Variable or editing an existing one, giving you more control over how your AI Agent interacts with customers.

To try it out, head to the Create Variable or Edit Variable screens, where you’ll find the new Capture Behavior configuration option.

Your can now create Ada Articles in languages that are supported for knowledge ingestion.

Your AI Agent can now detect auto-reply emails in conversations and prevent loops between End User and AI Agent.

To learn more about the Auto-Reply Filter visit Help Docs

Your AI Agent can now uses Processes in Voice and Email to solve problems that require multiple, pre-defined steps.

Learn more about setting up a Process across your channels here: Create Workflows with Processes

When you're creating availability rules for Actions, Processes, pieces of Guidance, articles, or handoffs, you now have more options for your conditions:

• Before, if you added an Or operator in your rules, you could only specify a different value for the same variable (e.g., browser = chrome or firefox). Now, you can specify different values for different variables with Or variables (e.g., browser = chrome or channel = Ada Web Chat).
• You can now create groups of conditions that all have the same operator within the same group. This way, you can create conditions like channel = Ada Web Chat and (browser = chrome or firefox or safari).

For an example on how to use availability rules, see our instructions on how to Create an Action.

Earlier this month, we released a version of Processes that used natural language instead of blocks to build response flows for your customers. After assessing the performance of those natural language Processes, we've decided that the best way to automate your customers' resolutions is by making your AI Agent's performance as reliable as possible - so we're bringing back the block-based building experience.

Processes is now better and more flexible than ever, with more blocks available for you to use, and the ability to reference variables. For more information, see Create workflows with Processes.